Manager, Field Services

About the role: The Manager, Field Services (MSF) is responsible for the functional leadership and development of positions within our Field Services Organization. The MSF will leverage technical team leads, each with their own team of resources, as well as the Resource Coordinators who manage assignments to optimize profitability, staff, and client satisfaction. The ideal candidate has top-notch people management skills; a deep understanding of MSP service agreements and key performance indicators; and possesses a clear strategy for how the Field Services team can continue to add value for clients as our Managed Services and remote support offerings continue to evolve. 
***This is a hybrid role based out of our Rockville, MD headquarters***
 Why Dataprise? 

• Dataprise is a private equity-backed company whose mission is to grow organically and inorganically through the acquisition of solid-performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee-focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.

What You’ll Do:

• Manage technical team leads, with teams of consultants and sub-contractors nationwide, as well as a team of coordinators, with a focus in the Mid-Atlantic and Northeast. 
• Establish comprehensive standards to maximize value for each role; work in collaboration with internal recruiters and partners to find and onboard candidates that meet or exceed those requirements for each role. 
• Devise and institute creative tactics to train, motivate, and retain staff, while also balancing the costs and other requirements set forth by leadership. 
• Lead initiative to create guides and curriculum, heavily utilizing the Team Leads, Field Services to curate outside training materials to deliver up to date and comprehensive training plans for each of the roles within the department.
• Accountable for the Field Services Coordinators in fulfilling client commitments by maintaining recurring schedules for staff considering factors like skill level, time/distance of commutes, and personality fit with client assignments balancing the needs of the clients with those of Dataprise and our staff members. 
• Ingest feedback from other areas of the business on your Field Services staff to coach your team, revise role guides, offer praise and other rewards, and institute corrective measures, as required. 
• Nurture each staff member in their current role and along their career path through regular touchpoints including one on ones, stay interviews, and performance reviews. 
• Ensure that Team Leads are maintaining goals and personalized training plans for each of their staff, and regularly updating them as their careers progress. 
• Implement continual service improvement processes to update runbooks, global processes, and client-specific documentation relevant to the Field Services team, as feedback is received about what is and is not working in practice. 
• Partner with inside and outside sales teams to articulate the value proposition of Field Services as part of a broader Managed Services support package. 
• Take a leading role in the ongoing service strategy and design of our Field Services offerings. 
• Track staff KPIs including utilization, time entry, attrition, among others, to assess performance and forecast staffing levels within your organization. 
• Other duties as assigned. 

What Skills & Experience You’ll Need: 

• The ability to frame, analyze, and solve problems; as well as lead projects and initiatives to bring changes to fruition. 
• Exceptional technical and consultative skills. 
• Prior leadership experience of a team of field-based employees, including their training and development.
• Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills.
• Industry certifications such as MCSE, VCP, PMP, and ITIL are beneficial.
• Strong knowledge of Dataprise processes, procedures, products, and services. 
• A strong attention to detail and a keen sense of ownership. 
• The ability to frame, analyze, and solve problems; as well as lead projects and initiatives to bring changes to fruition. 
• Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills.

Manager, Field Services Success Factors: 

• The MFS will be measured on several key performance indicators (measured quarterly):
• Staff performance, satisfaction, and retention. 
• Staff utilization and proper staff time entry. 
• Accomplishment of key objectives, by staff, during scheduled client visits. 
• Maintenance of training plans, stay plans, and goals/objectives.
• Accurate profit and loss forecasting. 
• Growing managerial skillset through regular continuing education, such as partner certifications and attending role-based seminars. 

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD! 
 
Dataprise is an Equal Opportunity Employer.